Customer Experience Lead

About This Role

The Customer Experience Lead (CEL) supports the Customer Experience Manager in establishing and maintaining long-term customer relationships. They ensure a smooth and consistent customer experience at every touchpoint throughout the CAE Kuala Lumpur customer journey. The CEL manages customer journeys, interacts with customers across various channels, and collaborates with internal and external stakeholders to enhance the overall customer experience. Additionally, the role involves overseeing daily operations, training disruption, AOG situation, managing the Pilot and Employee lounge, and sharing customer-centric expertise with colleagues etc. The CEL also responsible for overseeing and delivering projects successfully for internal and external parties, ensuring adherence to deadlines, budgets, and quality standards.

Duties and Responsibilities:

• Lead the Customer Experience Team to be the primary continuous customer entry point at CAE KL.
• Oversee and support daily operations for team rotations to support CEx operations, support internship program, and monitor and address issues that impact customer experience.
• Develop and secure long-term relationships with customers by promoting CAE products and services and support the development of an account strategy for each customer.
• Oversee some customer accounts to build long-term relationships and support the TSA management.
• Enhance team members' knowledge of customer experience, focusing on areas such as Gemini, CAE Tools, and CAE Quality system.
• Continuously assess and improve customer experience processes, identifying opportunities to streamline operations, reduce customer effort, increase efficiency, and boost NPS score.
• Regularly review feedback from internal and external customers across different platforms, provide suggestions, and execute solutions for improvement.
• Review sales and customer input to develop and implement recommendations for regulatory compliance and client satisfaction and implement digital tools and technologies to enhance the overall customer experience.
• Establish successful working relationships with internal support departments, identify areas of potential improvement, and ensure priority setting and alignment of resolution plans with customer priorities.
• Proactively escalate issues to management to ensure prompt addressing of customer priorities.
• Collaborate with other departments, including Sales, Training, Quality, Facility, Planning, and Technical Finance, to ensure a seamless and consistent customer experience.
• Work with the Regional Sales Manager to enhance the marketing campaign to strengthen business for CAE site.
• Plan and coordinate with the Customer Experience team for internal or external activities and events (e.g., regulatory events, customer visits).
• Communicate customer priorities and needs regarding post-sales service, and support communication with customers regarding device disruptions and AOG situations.
• Oversee and regularly follow up on cafeteria operations to ensure alignment with contractual obligations and identify areas for improvement.
• Review and improve internal processes. Support any tasks or projects assigned by the leader.

Project / Program Management

• Manage the kickoff, execution, and administration of Training programs and projects, ensuring they meet contractual obligations, CAE requirements, and objectives from start to finish.
• Ensure timely and efficient planning, preparation, and execution of programs, focusing on training progress, resources, and costs.
• Collaborate with relevant departments to gather information, assess, monitor, and mitigate operational risks and delays.
• Act as a point of contact for stakeholders, addressing project details, critical issues, and coordinating action plans to improve performance. Monitor and report project progress and prepare monthly reports.
• Support regional and program initiatives to improve and grow training capabilities.
• Undertake ad-hoc projects or related tasks as assigned. Manage public relations, communications, and campaigns internally and externally.

Qualifications and Skills:

• University Degree and minimum of 5 years of experience in equivalent customer experience industry.
• Analytical and critical thinking, excellent interpersonal, and presentation skills.
• Willingness to learn, responsible and have good work ethics.
• Customer focused and attention to detail is required.
• Strong communication skills in English (verbal and written) to communicate with stakeholders from diverse backgrounds.
• Ability to analyze and synthesize data from both quantitative and qualitative resources.
• Ability to work independently in a dynamic environment
• Systemic thinker with ability to understand the holistic picture and complex considerations
• Good team player with positive attitude and strong sense of integrity and responsibility.
• Skilled in managing multiple cross-functional projects at one time with excellent organizational skills.
• Strong background in all Microsoft Office package especially Excel and Power Point, and Power automate.
• Experienced in managing projects and big-scaled events.

Working conditions:

Office based.

CAE offers:

• an environment where your initiatives will be recognized and valued.
• the opportunity to work on a variety of projects on a multidisciplinary team.
• flexible schedules.
• attractive employee benefits.

Come share your passion with us!

#LI-SA2

Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Opportunity Employer 

CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at [email protected].